Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A customer representative was so rude and unprofessional, forcing me to incur extra **** charges that i would not have had to pay other wise. The presentative refused to assign me to e rental car place that was within my ability to get to while other options within company policy were available at that time.I requested a ********** call back to discuss being reimbursed for the **** charges i incurred.A ********** called me back on July 2nd. I don't remember his name but the call is on record. He stated he will review the call, review the possibility of me getting reimbursed and that he will call me back by Monday July 7th.The ********** did not call me back, he did not leave accurate notes as to what was discussed so the next ********** i spoke with had no record of my *********** i spoke to ****, a ********** who refused to provide me any information about the previous ********** i had spoke to, she refused to give me a ticket or reference number so that i could refer to either conversation i had with ************* a customer i feel completely left out. The original representative i spoke with didn't care about me as a customer, the ********** lied to me, didn't even notate my issue or call me back, the second ********** was so reluctant to help me until i mentioned complaining to BBB then she offered me an email address that i could send a complaint to.I feel like Carshield does not value me as a customer and they don't want my business. I am simply asking to considered for reimbursement for the money i had to pay for your representative not being willing to offer me the services that i pay for.

  

  Business Response

  Date: 07/15/2025

  Ms. ******, 

  Thank you for bringing this matter to our attention and we appreciate the opportunity  to respond. CarShield records all calls to ensure customer satisfaction and quality control. We will review your statements and perform an internal review. 

  
  In regards to your rental concerns, CarShield has requested that the Administrator of your Vehicle Service Contract, ********************, examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  As stated within your contract, benefits provided by this endorsement are limited by the maximums provided on the DECLARATIONS PAGE. Any costs that exceed these amounts will be your responsibility. Maximum Days Limit A is for covered breakdowns resulting in the replacement or rebuilding of an Engine or Transmission. Maximum Days Limit B is for all other covered breakdowns up to seven days of rental coverage.
  
  
  Upon review of your file, seven days of rental were authorized on 7/3/25, two days after claim start and one day after the claim was authorized. You were also informed that if you incur any issues at the rental location, you may move your reservation. You were authorized the maximum rental allowance for your claim type per the terms and conditions of your VSC. 
  
  
  ******************** has authorized and paid over $7229.29 in claims for your vehicle. There will be no refund due at this time. 

  -Customer Relations 

• Initial Complaint

  Date:07/09/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7, 2025 I was able to have my vehicle towed from my residence to a repair facility that was found through Car Shields Repair facility network portal. This went without issue. I contacted the shop before and after the arrival of my vehicle (2018 ********** Atlas SE 3.6). Mechanic conducted the diagnostic for my VW Atlas and found that my lower control arms needed to be replaced and that my transmission mount needed be replaced, both issues caused a clunking noise when decelerating or coasting. The control arms were worn and the bushings inside were horrible condition. The transmission mount was unstable and freely moved as shown with video and pictures for both issues. The grand total repair amount for all things needed from repair was $3039.00. The mechanic contacted Car Shield to start the claim which the adjuster from Car Shield agreed to cover the repair for the transmission mount but did not want to cover the repair for the control arms, only wanting to cover the bushings inside them. Mechanic Stated that this would cause more damage to the already worn control arms and within a year would need to be replaced again. Car Shield disagreed and would only cover $1100.00 of the the $3039.00. Sticking me with $1800.00. Another mechanic would do the repair as Car Shield wanted but after talking to Car Shield, I would have to file a another claim again and pay another deductible for a issue that could have been repaired if they would had listened to the professional mechanic. My current total now with the first shop only doing the mount is $509.00 which cost more than the amount that car shield is covering now ($411.00). My Car has been in shop for 3 days with no rental or even a call from car shield to help with anything in this process. Being without a vehicle has caused me to lose $800.00 and if Car Shield would have listened to mechanic. Car would have been finished. Platinum member that has spent more than what car shield is paying. Make this right please!!

  

  Business Response

  Date: 07/11/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("***"). 
  
  
  Upon review of your file, it was discovered that your claim was was authorized for all *** covered parts and verified labor for the repairs that were performed. However, repair facility part and labor pricing mark **** suggested repairs, repairs excluded from coverage, shop fees, and taxes are not covered under the terms of the contract and would be considered your responsibility. The *** liability has been met for the repair. Any future concerns would subject to the normal claims process for adjudication for non-completed repairs. If you have questions on how to submit a new claim or to discuss the terms of potential rental reimbursement/coverage, please call the ******************** claims department at **************. 

  
  -Customer Relations 

  Customer Answer

  Date: 07/11/2025

  Complaint: 23577738
  
  I have reviewed the business' response and am rejecting it because:
   Although Cars Sheild covered the transmission mount part and labor. Car Sheild clearly states that Control arms are covered under warranty for platinum members. After finding another mechanic to actually do the repair as CarShield suggested. I am told that I have to pay another deductible for this. Why? Car Shield was already aware of the repair so why pay twice out of pocket because of the original mechanic in network saying they would not do the repair as CARSHIELD suggested? How am I penalized for this? My vehicle remained in the shop for 5 days because of the debacle between mechanic and car shield. A less than 3 hour repair took 5  days. I lost hundreds of dollars without vehicle to work and Car shield did not allow rental until the fourth day which was a hour before payment of repair.... I am not satisfied at all with this service and I am seeking a full refund of all months payed minus the amount car shield payed out for repair or for Car Shield to allow repair at second found mechanic with no deductible.

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 07/14/2025

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here: ************************************************** BBB Intro 

  However, CarShield is willing to provide a full refund minus claims paid for contract(s) MRFLC5076278 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone is registered on the national do not call FTC register. Despite that, this company keeps calling me every 15min. I asked them several times to stop calling me, but they keep that going.

  

  Business Response

  Date: 07/10/2025

  You have been placed on the do not call list as of 7/10/25, and your number has been blocked from the CarShield system to prevent any future correspondence.

  -Customer Relations 

• Initial Complaint

  Date:07/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had Heating problem diagnosed and repaired at Bowdens Automotive and Radiation in Muncie In Work was completed and paid for. I was told the vehicle was test driven and all repairs had been completed. 20 Minutes after leaving the repair facility, vehicle started smoking and would not start. I had vehicle towed to *******. They informed me that the heating problem was fixed, vehicle was test driven and they offered me half of my money back as a result of vehicle not being repaired. Reported situation to Car Shield. Car shield made a decision to deny claim without receiving paperwork from Bowdens. **** Shield is claiming that it was a heating problem that caused the blown engine. Paperwork will show that the heating problem was repaired and it was an engine problem. I was told that the engine was covered by Car Shield but the heating problem was not covered. The heating problem was repaired and paid for. I pray that a ********* representative review this claim in its entirety. ********************* made decision without initially having all relevant and pertinent information. I am embarrassed to be associated with Car Shield. I have served my country and believe in fighting for what is right.

  

  Business Response

  Date: 07/14/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your vehicle was brought to your initial repair facility for heating concerns. The repair facility had identified a T fitting that had been leaking within your vehicle, and had opted to replace this component. The repair facility had also noticed that the vehicle was trying to overheat, and a thermostat assembly was replaced to help correct the concern. In less than 70 miles after the vehicle was picked up from the repair facility, the vehicle had started to smoke and would not restart after shutoff. The vehicle was then towed to a new repair facility who had found that the cooling system was very low and the engine had overheated. As stated within your contract, your *** does not provide coverage for breakdowns resulting from failure to maintain proper fluid levels/run low conditions.
  
  
  American Auto Shield and CarShield stand by the adjudication of your claim and this will not change. ******************** has authorized and paid for over $5000.00 toward claims for your vehicle since the inception of your contract. There will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Carshield's vehicle warranty contract and the agent promised that I would be able to go anywhere I want whenever I want and needed. My transmission failed on my 2010 ***** es350. I filed a claim around the 20th of June, they denied the claim. I called their customer ********************** to inquire as to why my claim was denied and spoke with ****** and she was extremely rude and just kept saying "she didn't know why it was denied but it was denied". After a little back and forth of me just tryig to figure out the denial reason she said "I was in the warranty ***** period" I was apparently 39 days 16 hours into my "***** ******** She then said "they "would" have paid for it if I was at 40 days." I then asked to speak with a manager/supervisor to find out the denial reason and get a refund. She then stated "we don't give refunds". Finally just asked to speak with a manager/supervisor. When someone from their company would call me they conveniently "couldn't hear me". I have had no issues with anyone else not being able to hear me on my phone. I just want what they promised me, to be able to get my car repaired if and when needed.

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The vehicle breakdown date and miles are within the contract waiting period making the concerns a non coverable repair. The vehicle must go 25 days and 500 miles, OR 40 days and 250 miles to be out of the required waiting period. At time of claim start, your contract had been in force 38 days, with the vehicle only have gone 191 miles.

  We see that you have already been refunded in full. We are sorry to lose you as a CarShield customer. 

  Customer Relations

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to a shop to have work performed. I needed a new motor for the windshield wipers and a new air conditioner. They denied my claim even though the commercials say everything under the hood is covered.

  

  Business Response

  Date: 07/08/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for the wiper motor concern.  However, the evacuation and recharge as either a service or for diagnosis procedures is not covered under the terms of the contract. These services would only be authorized with a replacement of a covered a/c component. The CV boot would be eligible for coverage for replacement only and the axle associated with your vehicle's concerns would not be eligible for coverage without a failure present. At this time, the axle has been a suggested repair per the repair facility's diagnosis, and a coverable cause of failure has not been identified. As stated within your contract, your *** does not provide coverage for parts that have not been found to have failed, even if the parts replacement is recommended by your repair facility. A more extensive list of terms and exclusions may be located within section, "GENERAL EXCLUSIONS" of your contract. 
  
  
  At this time, you have not authorized the out of pocket costs that have exceed your VSC liability and would be considered your responsibility per the terms of your contract. In order to progress your claim forward, you will need to authorize the out of pocket costs so that your repair facility may complete the repairs authorized for your claim. Once a final invoice has been submitted, your Administrator will release payment for all coverable/verifiable components and labor per the terms and exclusions of your VSC. For more information on how to submit the requested items, please contact the ******************** ****************** ***************.

  -Customer Relations 

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/26/25 I took my car in for an engine light on. I needed 2 sensor, 2 and completing monitors, replacement exhaust manifold casket, LH side current DTC P0430 Bank 2 CAT efficiency replace bank 2(L/S) exhaust manifold casket IF dtc returns ********* 02 replaced tech replaced bank 2 exhaust manifold casket, test drove vehicle and confirmed cat efficiency monitor passed results are in service snap. When ****** called car shield for approval to proceed with the repairs, car shield they informed ******, car shield they said I had to pay $424.72 if I would not wait 2 -3 days for them to mail the parts to ******, when ****** could do it the next day. When I asked why not just the $200 per my contract they said because their parts were cheaper. I said why this time I had to pay? The man ****** and I spoke keep changing the cost and he said he would call us back. Needless to say both ****** and I had to call him back. Again he kept changing the cost. I charged it on my master card.The following Monday I call with the complaint, I was told since I made the bill the woman said there wasnt anything they could do. She said I shouldve had pay. I said for her to tell me where you could shop and NOT pay! No answer

  Customer Answer

  Date: 07/08/2025

  The service person who supplied the price for the parts keep changing the price for the parts. He also said he would call ****** back with price and he needed to speak with me. We both had to call him back for the information. The Car Shield person appeared as he didnt know what he was doing and couldnt be sure when the parts would arrive and they would be the correct ones. 

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was  authorized for all MCE covered parts and verified labor per the terms of the contract. However, repair facility part and labor pricing mark **** the cost of your deductible, unreported miscellaneous fees, shop supplies, and taxes would not be covered under the contract and would be deemed  your responsibility. Your claim has been authorized and paid in the amount of $1,290.31. 
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a one time refund of three monthly payments for contract(s) MRF4862425 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Custom Relations 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently lease a vehicle from ***. The lease will expire in January, 2026. I had received about 4 letters from CarShield indicating that I had not contacted them yet to have my service contract with them activated. They said that if my warranty expired that I would be responsible for paying any repairs, and that an immediate response was requested. After the fourth letter I called the company on the number listed. I informed them that I felt their letters were somewhat applying pressure and intimidating. the person I spoke to said they weren't intimidating and were just advising me of their services. I explained that the repetition was harassing and I demanded to be removed off their target list. The representative said he removed me from the list and he said it sarcastically and in a condescending way. I didn't mind that so much and felt relieved that the annoying letters would finally cease. That was in May, 2025. However, the letters did not stop and I have received 3 more letters since that phone conversation with ************************** I am really annoyed and feel I am being harassed. I completely disagree with their marketing tactics and the fact that the representative lied about removing me from their list. I want this rude activity to cease! I never requested any information or authorized them to contact me regarding the warranty that was expiring in January. In fact, I don't plan to renew the lease and will return the vehicle to the dealer when it expires.

  

  Business Response

  Date: 07/07/2025

  We have removed you from our mailing list. 

   

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:07/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying for the Platinum package every month and it shows that I would get my whole suspension fixed. They sent an inspector and the mechanic explained what was to be done to my car. Carshield sent the parts but they are cutting corners. They are not sending him the kits to complete the repair. I am sick, I am on dialysis and I need my car. I need to get this job done and completed. Carshield gives me so many excuses to get the repairs on my car. I wasted a month without having a car. I want my car fixed correctly.

  

  Business Response

  Date: 07/07/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated past the liability of your Vehicle Service Contract ("***").
  
  
  Upon review of your file, it was discovered that your claim was authorized for all *** covered parts and verified labor and your claim decision  will stand. However, there will be no further authorizations made as your claim should have been denied for preexisting concerns as every failure shown via inspection photos to the steering and suspension components is long term and would have predated the inception of the contract.  
  
  
  Additionally, there is rust shown all over the undercarriage as well as along all major suspension and steering components. As stated within your ***, rust and outside influence/damage is an exclusion to coverage and would not be eligible for the claims process. Your claim decision has already been made and will follow normal claims process for part ordering and claim movement. However, as the authorization has already exceeded the *** liability for your vehicle, there will be no further coverage applicable for your claim. 

  -Customer Relations

  Customer Answer

  Date: 07/22/2025

  I would like my complaint reopened. The business has not made resolution. The business is still cutting corners and are not sending the complete parts for my mechanic to finish my car and per Carshield they won't pay him until the repairs are done. But Carshield refuses to send the correct & complete parts & are now refusing to pay my mechanic. I am in dire need of my vehicle. This issue has now been ongoing for about 2 weeks now. 

  

  Business Response

  Date: 07/23/2025

  Ms. *****,

  On 7/14/25, you were informed that ******************** has authorized the repair facility's part for repair and your claim was authorized following a part resolution. We have not received any further call in regarding issues with your repair. As an industry standard, payment will not be released without proof of completed repairs via a finalized invoice. Once this invoice is submitted and approved, ******************** will release payment to your repair facility. If there are further concerns regarding your vehicle. please contact the ******************** claims department: **************. 

  -Customer Relations 

• Initial Complaint

  Date:07/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My AC went out in my car and to have your AC fully functionable without any more issues you need to have the condenser replaced also especially on the car that is 15 years old but car shield only wanted to replace the compressor which I still had to pay a deductible for. I've been paying on car shield for a whole year and this is what I got out of them. All reality my compressor will end up failing again if the condenser is not replaced. This company is a complete scam they tried to find ways around to not honoring your claim. Why fix part of the problem is my question

  

  Business Response

  Date: 07/03/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your repair facility had reported a condenser concern, and had requested replacement. However, the concern reported for the condenser would not be covered under the contract as the failure reported by the your repair facility was due to outside influence and the cause of failure was not found to be mechanical. As stated within your VSC, breakdowns resulting from engine sludge, carbon, pre-ignition, detonation, varnish, corrosion and foreign objects would not be eligible for coverage. Fee's associated with the condenser repair, including but not limited to: parts, labor, and diagnosis fees would not be covered under the contract and would be deemed your responsibility. 
  
  
  CarShield has no contractual obligation to refund you past the thirty-day, money back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of three monthly payments for contract(s) MRF5117152 upon the execution of a settlement and release agreement. This refund may be used to help mitigate some of the out of pocket costs associated with your uncovered repairs. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations